Guardian Protection Services Inc

Review: We decided to get a home security system. When it was installed the techinicians told us we could cancel at any time. About a year and a half later we decided to cancel and called Customer Service, to be told it would take over $1000 to buy out of the agreement. We felt mislead but continued the service. Within the next year we moved. I called Customer Service and notified them, where it was reitterated that we had to cancel,(termination fee)or, move the equipment to the new residence and we would have to pay a work order fee. The obvious decision was to move the equipment and pay the fee since the 3 year agareement would be up shortly. We've lived in our new home for 2 years, well past the 3 year agreement with the provider. When I called to cancel this time, the Customer Service Rep said that when we moved the service it sarted a NEW 3 year agreement with them. I was stunned. We were mislead AGAIN. I expressed that the information omittance ploy is unacceptable and requested to speak to a manager. He refused to connect me with anyone else although I repeatedly asked to speak with someone else. The lack of full disclosure is poor business practice to say the least, not to mention the frustration of dealing with the customer service rep that had no customer service skills.Desired Settlement: I want out of the agreement immediately.

Business

Response:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of the above-referenced complaint. Thank you for providing Guardian the opportunity to address Ms. [redacted]’s concerns.

Prior to receipt of your complaint, Guardian spoke directly with Ms. [redacted] and addressed her concerns to her complete satisfaction.

For background, Ms. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted] (“[redacted]”). As such, all aspects of Ms. [redacted]’s sales transaction took place directly between [redacted] and Ms. [redacted]. Please note that [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business. Guardian’s records indicate Ms. [redacted] executed an Authorized Dealer Sales and Monitoring Agreement with [redacted] on September 10, 2010 for an initial term of sixty (60) months.

On August 21, 2012, Ms. [redacted] informed Guardian that she had moved from the monitored premises. In an effort to assist Ms. [redacted] in fulfilling the initial term of her Agreement, Guardian offered to relocate monitoring services to her new residence for the balance of the initial term of her original Agreement (37 months) in exchange for a relocation fee of $195. Ms. [redacted] accepted Guardian’s offer to relocate services and executed a new Sales and Monitoring Agreement (“Agreement”) on August 21, 2012 for an initial term of thirty-seven (37) months.

On August 18, 2014, Ms. [redacted] contacted Guardian and requested the cancellation of her account. Guardian’s representative explained that she remained within the initial term of her Agreement and was not eligible to cancel without remitting an early termination fee. Ms. [redacted] expressed dissatisfaction with the early termination fee as she believed the initial term of her original Agreement had been fulfilled. Guardian’s representative explained that Ms. [redacted] remained within the initial term of her most recent Agreement.

On August 21, 2014, Ms. [redacted] spoke with a Guardian supervisor and reiterated her request to cancel her account. Guardian’s representative reviewed Ms. [redacted]’s account and associated paperwork in a better effort to assist Ms. [redacted]. After review, Guardian’s representative explained that Ms. [redacted]’s original Agreement from 2010 reflected an initial term of sixty (60) months, not thirty-six (36) months as Ms. [redacted] initially believed. Guardian’s representative further explained that upon relocation in 2012, the balance of the initial term was transferred to her new residence. In other words, Ms. [redacted] was not required to extend her contract term upon relocation of monitoring services; the new Agreement in 2012 simply reflected the remaining term of her original 2010 Agreement. Guardian’s representative apologized to Ms. [redacted] for the confusion and that this information was not explained to her during previous telephone conversations. Ms. [redacted] acknowledged her understanding and expressed her appreciation and gratitude for the explanation.

In a further effort to assist Ms. [redacted] and to regain her satisfaction, Guardian’s representative offered to conduct an onsite service appointment at no charge to inspect the system and review functions with Ms. [redacted] to ensure she is comfortable using the system to its full potential. Ms. [redacted] expressed her appreciation for the offer but declined to schedule service at that time. Ms. [redacted] expressed her complete satisfaction with Guardian’s explanation and assistance.

Guardian sincerely apologizes to Ms. [redacted] for any confusion or inconvenience. Should Ms. [redacted] wish to schedule onsite service for a technician to inspect the equipment and provide a system demonstration, Guardian would be happy to do so at no charge at any time.

Thank you for the opportunity to address Ms. [redacted]’s concerns. Should you have any questions, please contact me directly at ###-###-####.

Sincerely,

[redacted], Manager

Customer Service Department

Review: I signed a contract with GPS and agreed on all of the equipment that was to be installed. On the day of installation, their tech showed up and began installing equipment. He advised me that I should get smoke detectors as an add on. I explained I didnt want them, told him why I didnt want them etc and explained that I was busy with the three other contractors that were there working. He kept insisting and pushing and explained that after certain rebates they would be free, so I old him fine do it. I signed some papaers for him as he was leaving and didnt read over them. The smoke detectors were not free, there were no rebates and I was informed later, they were 200.00 each. I told the company that I was pressured into it, I didnt want them, please come get them and they refused. They kept going off and after a few weeks, I called again and told them not to monitor them becasue they kept calling the fire dept to our house. I have tried for months to work with the company and they refuse. Recently I had a technical problem with my system and called and was told that they could not help me until I paid the 400 for the smoke detectors, even though I pay my monitoring bill ontime every month. This month they sent me a notice in writing that they would no longer respond to any security alerts from my house until the 400.00 was paid. I called again and asked to be released from the contract and they said yes for 750 plus the 400 for the monitors. I feel like I was pressured and deceived into getting the smoke detectors and now the company refuses to work with me.Desired Settlement: I want them to come get the smoke detectors and refund the 400.00 that I just paid them so that if there was an emergency at my house, they would take the call instead of letting someone murder or rob me because I didnt give them the money for the smoke detectors.

Business

Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced complaint. Guardian welcomes the opportunity to provide response and address Ms. [redacted]’s concerns.

Ms. [redacted] has expressed dissatisfaction with costs associated with smoke detectors installed by Guardian. Guardian has reviewed Ms. [redacted]’s account in response to her concern. Our records indicate Ms. [redacted] executed a Residential Addendum on June 13, 2014 authorizing the installation of two (2) smoke detectors at a cost of $165/each. Guardian has also reviewed its paperwork in relation to Ms. [redacted]’s belief that the smoke detectors were to be provided at no charge. Respectfully, Guardian can find no documentation evidencing any such promises. Guardian apologizes to Ms. [redacted] for any confusion.

Upon receipt of your letter, Guardian contacted Ms. [redacted] to discuss her concerns directly. During that conversation, Ms. [redacted] agreed to return the smoke detectors to Guardian’s office via mail. Upon receipt of the smoke detectors, Guardian will apply a credit to Ms. [redacted]’s account. Ms. [redacted] has expressed her satisfaction with this resolution.

Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####.

Sincerely,

[redacted], Manager

Customer Service Department

Review: The company representative posed as upgrading my existing [redacted] security and misrepresented their intentions to switch services. After continuous questioning, I was finally informed that I would be changing from [redacted] to Guardian. I agreed to a 3 -day trial on April 30th. I faxed and phone a notice of cancellation on May 1, 2015. I have made 3 attempts request credit for the full amount charged to my account. Additionally at no time was I informed that they would not re-connect the existing [redacted] monitor that they un-installed.Desired Settlement: Full amount of $139.99 credited back to my account and $25 to cover the cost of reinstalling my [redacted] unit.

Business

Response:

June 3, 2015

RE: [redacted] – Complaint ID #[redacted]



Dear Ms. [redacted]

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian greatly values any opportunity to address a question or concern.

We have conducted a thorough review of the above matter and have determined that Ms. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted]”). As such, all aspects of Ms. [redacted]’s sales transaction took place directly between [redacted] and Ms. [redacted]. [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of AHS, including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.

Ms. [redacted] has requested the cancellation of her account. Respectfully, Guardian is merely the provider of 24-hour monitoring services for Ms. [redacted] on behalf of [redacted]. Guardian is unable to cancel Ms. [redacted]’s account due to the fact that her contractual obligation is with [redacted]. However, in a genuine effort to assist in facilitating swift resolution of this matter, Guardian provided a copy of Ms. [redacted]’s complaint to [redacted]. [redacted] is a respected firm and has informed Guardian that prior to receipt of the subject complaint, Ms. [redacted]’s account and contractual obligation to [redacted] had already been cancelled and a refund in the amount of $139.99 was forwarded to Ms. [redacted] as requested.

I am hopeful this response has assisted in clarifying this matter for all parties. Thank you for allowing Guardian the opportunity to address Ms. [redacted]’s concerns. Should you have any questions, please contact me directly at ###-###-####.

Sincerely,

[redacted], Manager

Dealer Operations

This is my complaint. This company use two fraudulent companies to evade responsibilities,, ([redacted] and [redacted]), they send to my house a sale person with diffrent contract, by the time I want to terminate the contract, you will not be able to do so, because they have a different one,they also tell me that they do not care about my contract because the one they use against me is the one they recorded, they told me that I did agree 36 months contract by voice, I do not remember that I do so. The guy who sold me the alarm he wrote on my contract that I can disconnect any time after 30 days anytime. I been trying to disconnect since march without success. They been calling me several times per day, . They been trying to withdrawal money from my bank after I told them to stop the service. I been beging them to live me alone, I know they will damage my credit, I told them is fine with me, just I want them to live me alone. I been having bad time with this company is like a nightmare. I have spoke with several people in both companies no one is been helpful. They been making me feel like a criminal because, they been calling several x per day to collect their money, also they discusss my contract with a person I know, they call him, to let them know my business, like how much I owe to them, I feel violated on this situation. They never ask authorization. I DID called the Revdex.com in [redacted] for help, but they reject me they tell me they can do so. So where customers like me can complain in USA. My only intension is to prevent people of cruel companies.

Review: Guardian Protection Services has sent repeatable bills for home security service that we do not have active in our home. The most resent bill attempt is for the amount of $254.70 (This includes late fees and taxes for a $44.95 monthly service), under account number [redacted]. We have on several occasions contacted Guardian in reference to why the billing for a service that is not being provided. They claimed the billing would stop. However, on 8/18/2013 I received a bill in the amount listed above. I believe this is an unfair business practice and am afraid this will effect my credit rating and history. Please advise and or assist on how this matter can be resolved, Tank You.Desired Settlement: 1. Would like the billing stopped.2. A formal letter from Guardian that my account is at a zero balance, nothing due.3. Assurance that my credit rating and history is not effected.

Business

Response:

Thank you for forwarding Mr. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to address Mr. [redacted]’s concerns.

For background, please note that Mr. [redacted] originally met with Guardian in September 2012 to review products and services that were available for his new home, which was under construction at the time. Guardian presented various products and services for his consideration, after which Mr. [redacted] decided to engage Guardian to install electronic security hardware in his new home and provide 24-hour security monitoring services. In order to memorialize the specifics of his transaction with Guardian, Mr. [redacted] executed a Builder Division Sales and Monitoring Agreement (“Agreement”) on September 16, 2012.

After his engagement of Guardian’s services, Mr. [redacted] received three (3) full business days to review and consider the transaction to which he was entering with the option of terminating the transaction with no further obligation. This fact is evidenced by Mr. [redacted]’s written acknowledgment in the Notice of Cancellation form which is a separate document. Mr. [redacted] did not cancel the transaction and Guardian proceeded to fulfill its obligation as set forth in the Agreement by providing and installing his security system. As of this date, Mr. [redacted] has not activated his 24-hour monitoring services.

Mr. [redacted] expressed dissatisfaction in his complaint about receiving billing statements from Guardian prior to the activation of his monitoring services. Respectfully, Section “B” of Mr. [redacted]’s Agreement authorizes Guardian to begin billing the Monthly Fee within forty-five (45) days following the installation of the System. Billing therefore commenced pursuant to the terms of the Agreement, however please note that upon activation of Mr. [redacted]’s monitoring services, the balance due on Mr. [redacted]’s account will be waived and billing will began anew.

Mr. [redacted]’s letter also expressed concern related to his credit rating and history. Please allow this letter to confirm that Guardian has provided no negative reporting to any credit bureau regarding Mr. [redacted]’s account.

Upon receipt of your letter, Guardian contacted Mr. [redacted] and provided the above explanation directly. Guardian apologizes to Mr. [redacted] for any confusion related to the billing of his account.

I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for providing Guardian the opportunity to address Mr. [redacted]’s concerns. Should you have any questions, please feel free to contact me directly at ###-###-####.

Sincerely,

[redacted], Manager

Customer Service Department

Review: I was renting a unit @ [redacted] unbeknownst that there was a master account holder [redacted], owner of that unit. I found this out after agreement was signed and alarm technicians were there to work on alarm; The alarm was calling monitoring company as well as Mr [redacted]. I had received a call from [redacted], account manager in [redacted]; she informed me that I should not have signed contract that the master account holder was [redacted], I was not given this information when Mr [redacted] Guardian salesman came to the townhome to get me to sign a contract. I have numerously tried calling [redacted] and customer service. I have been sent to collections after I moved out of unit and paid my debt, cancelled services via certified return receipt mail as I no longer lived there from April 2013; To this day I continue to receive bills and notices of payment due. The main Guardian number puts me on hold or transfers me to customer service then I get cut off the line.Desired Settlement: Cancel contract as of September 16, 2013 when letter of reinstatement and payment sent, with no further billing. I no longer want any services with Guardian Protection

Business

Response:

Thank you for forwarding the complaint issued by the above-referenced customer of Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to respond to Ms. [redacted]’s complaint and resolve her concerns.

Upon review of Ms. [redacted]’s letter, Guardian conducted a thorough review of her account. While Guardian maintains its legal right to pursue full payment of the account, in this instance Guardian will accommodate Ms. [redacted]’s request to cancel her account without further payment. Guardian has spoken with Ms. [redacted] and confirmed her satisfaction with this resolution.

Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####.

Sincerely,

[redacted] Manager

Customer Service Division

Review: When I first signed up with guardian protection I had just came our of the hospital and had my 17 year old cousin there to speak with the guy that came to my home to talk about their services. To start with my 17 year old cousin signed the paper work. we have told the sales rep that came to our home that we would be moving in the near future and the sales rep stated that would be no problem we can move your service and you can continue with your 3 year contract. I did ask their sales rep if we are here for another 1 1/2 years then we would just continue service the the remaining 1 1/2 years he said straight out YES!!!!!!!!!!!!!

needless to say that was a lie I later found out when we did move and every time we move we needed to start a new 3 year contract until the 3 year contract if filled at one residence we are now in collections for over 2000.00 even though I was originally told we only have 14 months to go to fill the original 3 years. I ask them for a payment plan they refused me and wanted all monies up front.Desired Settlement: I am now out of work and have been for the last year I am asking for settlement of 50% of what is owed (for the remaining contract term) not for a new 3 year contract and to be pulled out of collections. please take in to consideration I did not sign the contract a minor did and I have been lied to by your sales rep to make the sale so please work with me on the remaining of 50% tot to clear all balances

Business

Response:

Guardian Protection Services, Inc. (“Guardian”) is in

receipt of Ms. [redacted]’s complaint and values the opportunity to provide

response in hopes of facilitating resolution and clarifying this matter for all

parties.

Guardian has conducted a thorough review of the above

account and offers the following information. For background, Ms. [redacted]

entered into a Residential Sales and Monitoring Agreement (“Agreement”) with

Guardian on September 17, 2012 for an initial term of thirty-six (36) months. Ms.

[redacted] acknowledged the term of the Agreement by affixing her initials beside the

separate and bolded clause which specifically states, “This is a 36 month monitoring agreement.” Ms. [redacted] also executed

the Agreement by affixing her signature at the bottom of the form.

On January 23, 2014 with twenty-one (21) months remaining

in the initial term of her Agreement, Ms. [redacted] informed Guardian that she had

moved from the premises. Guardian’s representative informed Ms. [redacted] that the

initial term of her Agreement had not yet been satisfied. In an effort to assist

Ms. [redacted] in fulfilling her obligations under the Agreement, Guardian offered

to transfer services to her new residence under a new Agreement. Guardian also explained

that should the new homeowner/renter of her home elect to activate monitoring

services under a new Agreement, Ms. [redacted]’s Agreement would be satisfied. Ms. [redacted]

expressed that she had relocated outside of the United States and was unable to

transfer service to her new residence, therefore she wished for Guardian to

contact the new homeowner/renter to determine if they would elect to take over

the monitoring services.

Guardian subsequently made numerous attempts to contact

the new homeowner/renter, however did not receive any response. In the interim, Guardian also made numerous

attempts to contact Ms. [redacted] to follow up with her regarding the status of

her account. Guardian received no contact from Ms. [redacted] until receipt of the

subject complaint.

Upon receipt of your letter, Guardian spoke with Ms.

[redacted] directly. Ms. [redacted] expressed that she had relocated back to the United

States however was unable to relocate monitoring services to her current home

at the present time. Ms. [redacted] further expressed that she was willing to remit

a discounted early termination fee in the amount of $500 in order to satisfy

the remaining obligation under her Agreement.

In a good faith effort to bring swift resolution to this matter,

Guardian accepted Ms. [redacted]’s proposal. Upon receipt of payment in the amount

of $500, Guardian will cancel Ms. [redacted]’s account and she will be released

from all further obligations.

Thank you for the opportunity to address Ms. [redacted]’s

complaint. Should you have any

questions, please feel free to contact me at ###-###-####, ext. [redacted].

Sincerely,

Account

Management Department

Review: This company accessed my private credit information through [redacted] without ever speaking to me, contacting me or having my permission to access my credit information on 6/12/14. This affected my credit report and may possibly lead to fraudulent activity at my expense and that is unacceptable.Desired Settlement: I would like to know why this company violated my privacy rights by accessing my credit information without my permission, who had access to my information and for what purpose it was obtained. The person accessing my information illegally needs to be held accountable and I would like to know what Guardian Protection plans to do to remedy this situation.

Business

Response:

Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s concerns. Upon receipt the complaint, Guardian immediately began research into the matter, which revealed that Guardian has no record of an account associated with Ms. [redacted]’s name, address or telephone number. Guardian contacted Ms. [redacted] directly to obtain additional information to further investigate the situation. During that conversation, Ms. [redacted] indicated the credit report reflected the inquiry was made by “Guardian Protection Service” and/or “[redacted].”

[redacted] (“[redacted]”) is an Authorized Dealer of Guardian, whereby Guardian provides 24-hour security monitoring and related services for customers sold and installed by [redacted]. Because Ms. [redacted] informed Guardian that reference was made to [redacted] in her credit report, and Guardian has no record of an account for Ms. [redacted], Guardian contacted [redacted] directly to advise of Ms. [redacted]'s concern and complaint. [redacted] has followed up by informing Guardian they have contacted Ms. [redacted] directly to address her concern. Should Ms. [redacted] wish to follow up with [redacted] further, they may be reached at:

Again, thank you for informing Guardian of Ms. [redacted]’s concern. It is Guardian's hope this matter has been satisfactorily addressed. Should you have any questions I can be reached directly at ###-###-####.

Sincerely,

[redacted], Manager

Customer Service Department

Review: When I signed up for Guardian Protective Services, I was attending school in [redacted] The representative did not inform me that the contract was for 36 months. Further, when I called the company to inform them that I would be moving across the country, I was told that I would not have to continue services. After I moved, I received letters and calls from their collections department stating that my account was delinquent. I called to cancel again and was told that I would have to continue making payments even though I am no longer using any of their services. I was offered a chance to void the "remainder" payments by signing up for a new 36 month contract, which I declined. I don't think it's good business practice to ask the customer to continue to pay for services not being rendered. I feel that the initial representative that is spoke to was not forthcoming about the cancellation policy, and additional supervisors I have spoken to have not offered any solutions. A quick [redacted] search shows that this is a pattern of malicious billing practices.Desired Settlement: I would like my account to be cancelled and my balance due to be $0. I would also like to stop receiving calls from their collections department.

Business

Response:

February 4, 2016

RE: [redacted] – ID #[redacted]

Dear Ms. [redacted]

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of Ms. [redacted]’s complaint. Guardian values the opportunity to provide response and assist in facilitating resolution of her concerns.

For background, Ms. [redacted]’s initial transaction with Guardian occurred on September 16, 2013 at which time she executed a Monitoring and Repair Agreement (“Agreement”) in order to engage Guardian's services. The initial term of the Agreement was for a period of thirty-six (36) months. Ms. [redacted] acknowledged the term of the Agreement by affixing her initials beside the separate and bolded clause which specifically designated the thirty-six (36) month initial term. Ms. [redacted] also executed the Agreement by affixing her signature at the bottom of the form.

On July 7, 2015 with fourteen (14) months remaining in her initial term, Ms. [redacted] informed Guardian that she was moving from the monitored premises. Guardian’s representative explained that Ms. [redacted] remained within the initial term of her Agreement and offered to transfer monitoring services to her new home. Guardian’s representative also explained that should the new homeowner elect to activate monitoring services under a new Agreement, Ms. [redacted]’s Agreement would be satisfied.

On August 31, 2015, Guardian spoke with Ms. [redacted] regarding the status of her relocation. Guardian’s representative offered to transfer monitoring services to Ms. [redacted]’s new home in exchange for execution of a new thirty-six (36) month Agreement. Ms. [redacted] expressed discontent with the requirement for a new thirty-six (36) month term. Guardian’s representative also explained that Ms. [redacted] could cancel the account upon payment of an early termination fee.

On September 8, 2015, Ms. [redacted] informed Guardian that she did not wish to relocate services and that she would remit monthly monitoring fees until she was eligible to cancel the account. Guardian received no further contact from Ms. [redacted] until receipt of the subject complaint.

Ms. [redacted]’s letter cites discontent regarding ongoing billing after moving from the monitored premises. Please note, Section 11 of Ms. [redacted]’s Agreement clearly states, “YOUR OBLIGATIONS UNDER THIS AGREEMENT CONTINUE EVEN IF YOU SELL OR LEAVE THE PREMISES.” Guardian apologizes to Ms. [redacted] for any confusion.

Upon receipt of your letter, Guardian contacted Ms. [redacted] to review her concerns directly. During that conversation, Ms. [redacted] reiterated that she did not wish to transfer monitoring services to her new home. Guardian’s representative explained that thirteen (13) months remain in the initial term of her Agreement and explained the early termination fee to be $549.31. However, in a genuine effort to assist Ms. [redacted], Guardian’s representative offered to accept a 50% reduction of the early termination fee in the amount of $275.00. Ms. [redacted] accepted Guardian’s offer. As such, upon receipt of Ms. [redacted]’s payment of $275.00, the account will be cancelled and she will receive no further billing statements from Guardian.

Thank you for providing Guardian the opportunity to address this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted]

Sincerely,

Kathleen V[redacted] Director

Account Management Department

Consumer

Response:

I was unaware that I signed a 60 month contract with this company. Of course, like many, I got my system after a break in and was not in a great state of mind. I did not have a conversation with the company about a 5 year contract, but may have signed without reading as carefully as I should have. Now, 3 years later, I am attempting to lower my monthly bills and have called all companies (auto & home insurance, Internet, cable, and cell phone provider). All have been responsive and compassionate and have helped me to either drop my service or renegotiate the price. Not Guardian. They said the only way to discontinue service is to pay over $1000 in fees. Obviously I can't do this because I need to decrease expenses right now. This company is all about the money and does not care about a customer's situation. I will speak to a lawyer about getting out of the agreement but hope that others will read my review and not make the same mistake I did.

Review: I do not have and never had a contract with you. My ex-wife had a contract that expired this 10/2013. I requested you discontinue the security service. You refused to do so. I sent you the deed to my home showing she has no claim on the home. You said you had renewed her contract on your own and only she can stop the service.You are connected to my home against my will! I never had a contract with you or any agreement to allow you to continue to bug my home. I have contacted your representatives several time and they refuse to disconnect from my home!I have written to you explaining the risk you are creating by refusing to disconnect and to stop the billing. I have ask to talk to your legal staff without result. I demand you disconnect from my home and stop placing me at risk of harm!Desired Settlement: The service needs to disconnect from my home so Guardian does not receive an alarm when the alarm in my home goes off!The billings need to stop being sent to my home as I have no contact with my ex-wife and have no idea where she is located. I am sure you can find a way to contact her!I need you to not place me at risk by harming my ex-wife's credit in any way.

Business

Response:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mr. [redacted]’ complaint. Guardian values the opportunity to provide response and assist in facilitating resolution of his concerns.

Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss his concerns directly. As a result, the parties have reached a mutually agreeable resolution to Mr. [redacted]’ concerns to which he has expressed his complete satisfaction. Guardian apologizes to Mr. [redacted] for any confusion or inconvenience.

Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####.

Sincerely,

[redacted] Manager

Customer Service Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Guardian Protection Services (GPS) is the 3rd party installer of security systems and home ent. wiring for my builder in the [redacted] area. I was contacted by GPS to go over possible upgrade wiring packages. Ultimately I chose to have a set of speaker wires run from the living room to the back porch. During this meeting, I was specifically told this service would include speaker wire being run from the living room to the porch, audio terminals in the living room for the receiver and a volume control to control the outdoor speakers. During final walk-through with builder I noticed the volume control wasn't installed where they roughed in the volume control mount. In its place was a blank wall plate. When I asked the general contractor about the volume control I was told to contact GPS directly as this was an upgrade I purchased direct from GPS.I attempted to reach my sales person at GPS but he was no longer with the company. I left a message with another associate asking for clarification and later that day received a return call. I was told the package did not include the actual volume control, just wiring for a volume control. I was told they don't include a volume control because the control needs to be specifically set based on the ohm resistance of the speakers and receiver connected (which I did not purchase through GPS) or the whole system could be damaged. I was told this is a common question they receive after installation as the paperwork description is misleading. Told the description is cut short on paperwork and gives the appearance a volume control is included. Description reads as follows: "Outdoor Speaker Package for one pair speakers & volume con". At no point during the initial sales presentation was I told package doesn't include volume control. The volume control was a key selling point that made me decide to purchase the upgrade. Extremely dissatisfied with GPS customer service and will be sure to let all my friends know to steer clear of these predators.Desired Settlement: I would like GPS to install the volume control I was told was included with my wiring purchase.

Business

Response:

Thank you for forwarding Mr. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to provide response and assist in facilitating resolution to Mr. [redacted]’s concerns.

For background, please note that Mr. [redacted] originally met with Guardian in August 2013 to review products and services that were available for his new home, which was under construction at the time. Guardian presented various products and services for his consideration, after which Mr. [redacted] decided to engage Guardian to pre-wire his home for two (2) outdoor speaker packages.

Mr. [redacted]’s letter asserts that volume controls were promised as part of the outdoor speaker packages he purchased from Guardian. Upon Guardian’s completion of pre-wire in Mr. [redacted]’s home, Mr. [redacted] contacted Guardian to dispute the absence of the volume controls. Guardian informed Mr. [redacted] that the outdoor speaker package does not include a volume control as the control must be specifically set based on the ohm resistance of the speakers and receiver connected to the system. Guardian received the subject complaint shortly thereafter.

Respectfully, Mr. [redacted]’s Addendum to Builder Division Sales and Monitoring Agreement dated August 13, 2013 clearly describes the scope of work to be completed by Guardian as, “PRE-WIRE ONLY.” Notwithstanding, Guardian has contacted Mr. [redacted] and agreed to provide him with (2) volume controls at no charge in order to resolve his concerns. This gesture is made by Guardian in good faith to bring swift resolution to this matter. Mr. [redacted] has expressed his satisfaction with this resolution and has indicated he will self-install the volume controls.

Thank you for providing Guardian the opportunity to address Mr. [redacted]’s concerns. Should you have any questions, please feel free to contact me directly at ###-###-####.

Sincerely,

[redacted], General Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Wife wanted to add "Life Alert" monitor to home security system. Sales rep who responded involved her in complete changeover of monitoring company. Did not explain that in addition to new, higher, monthly payments, she would still be obligated for payments to original security company for the remaining term of their contract.Wife put sales rep in touch (via telecon) with husband who was vacationing in state of Maine. When husband resisted any change in monitoring companies. Sales rep told him there would be "No Change" in companies and "No Increase" in payments. When asked who he worked for, rep said he worked for "[redacted]. . . just updating [redacted] equipment".So now, instead of just paying $39.99 to one company, we pay that plus $59.99 to [redacted]/Guardian.Desired Settlement: We simply want total cancellation of all contractual obligations with [redacted]/Guardian Protective Services. We will, of course return all new equipment supplied and installed by [redacted]/Guardian.

Business

Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response in hopes of assisting Mr. [redacted].

Mr. and Mrs. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted], LLC (“[redacted]”). As such, all aspects of the [redacted]s’ sales transaction took place directly between [redacted] and Mr. and Mrs. [redacted]. In order to establish a Guardian account for the [redacted]s and activate 24-hour monitoring and related services, Guardian requires certain paperwork from [redacted]. All such required paperwork was provided thereby facilitating activation of the [redacted]s’ services and subsequent billings. Please note that [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business. All authorized dealers, including [redacted], agree in writing to operate in compliance with all Federal, state and local laws, and all other regulations applicable to their business activities.

Given the nature of Mr. [redacted]’s assertions, Guardian will accommodate Mr. [redacted]’s request to cancel his account. Please note that upon such cancellation and service discontinuance, Guardian will no longer respond to any signals from the [redacted]s’ system. Additionally, please note that upon cancellation of their account, the [redacted]s will receive no further billing statements from Guardian.

Guardian is a premier security services provider and apologizes for any inconvenience. Thank you for advising Guardian of this issue. Should you have any questions regarding this matter, please contact me directly at ###-###-####.

Sincerely,

[redacted], Manager

Customer Service Division

Review: I WAS LIED TO AND KNOW ONE CALLED ME WHEN I CALLED I CALLED THE GUARDIAN AND THEY ME THEY WOULD HAVE TO CALL OR EMAIL THE MANUFACTUER [redacted] OF THE SYSTEM I AND THIS WENT ON FOR AT LEAST FOUR WEEKS. I THAN HAD NEW SYSTEM PUT IN WHEN THEY GOT A NO SIGNAL FROM MY SYSTEM I GOT A CALL FROM THEM. WANTED TO GET PAID BECAUSE I WANTED TO GET OUT THEY TOLD ME I SIGNED CONTRACT, I SAID YOU LIED TO ME AND NEVER CALLED ME UNTIL NOW. I SAID I WASN'T GOING TO PAYDesired Settlement: I JUST WENT THEM GONE AND TO MAKE SURE THEY DON'T CHARGE MY CHECKING ACCOUNT

Business

Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response in hopes of assisting Mr. [redacted].

Mr. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted]”). As such, all aspects of Mr. [redacted]’s sales transaction took place directly between [redacted] and Mr. [redacted]. In order to establish a Guardian account for Mr. [redacted] and activate 24-hour monitoring and related services, Guardian requires certain paperwork from [redacted]. All such required paperwork was provided thereby facilitating activation of Mr. [redacted]’s services and subsequent billings. Please note that [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business. All authorized dealers, including [redacted], agree in writing to operate in compliance with all Federal, state and local laws, and all other regulations applicable to their business activities.

Given the nature of Mr. [redacted]’s assertions, Guardian will accommodate his request to cancel his account. Please note that upon such cancellation and service discontinuance, Guardian will no longer respond to any signals from Mr. [redacted]’s system. Additionally, please note that upon cancellation of the account, Mr. [redacted] will receive no further billing statements from Guardian. Mr. [redacted] has expressed his complete satisfaction with this resolution.

Thank you for informing Guardian of this issue. Should you have any questions, please contact me directly at ###-###-####.

Sincerely,

[redacted], Manager

Dealer Division

Review: Two college aged men came to my house at 8 pm and told me they were offering me a FREE alarm system if I would simply enter into their advertising agreement, which was to let them put a Guardian sign in my yard. So I listened to them talk and talk about how great the system was but explained to them that my husband is a fit, strong 6 foot 2" stay at home dad. Someone is almost always at our house. Also, I live in a cul de sac where we all know each other and have very little traffic. I told him we do not need or want an alarm system. We have been in our home for 7 years with no issues. But the young men explained that the system is FREE just for letting them put the sign in my yard. So I was extremely tired and had been traveling for work all day--on an airplane out of town by 7 am and another flight back home by 6 pm. I explained to them I just wanted them to leave. But they said this was too good a deal to pass up--a totally FREE alarm system. So I said fine. Do it then just hurry. So I let them sign me up and was almost done when I found out that I was going to have to pay $55 a month. I had already been listening to them talk for about 45 minutes so I just agreed to it. But I specifically asked if I could cancel it at anytime and they said YES. I have now had the system for a little over a month and never once armed it--we DO NOT NEED IT! So I got my credit card bill and noticed the charge and decided to go ahead and cancel. When I called to cancel I was told I have a SIXTY MONTH CONTRACT! I told the lady that their sales guys said I did not have a contract and could cancel any time. She said that I can cancel anytime if I BUY OUT THE REST OF THE 5 YEAR CONTRACT! The sales guys LIED to me. The rep on the phone repeatedly reminded me that I agreed to the contract on the phone and they have it recorded. But the when I agreed to the service the person over the phone mentioned a 5 year agreement. The sales rep at my house said I had an adverstising agreement.Desired Settlement: I would simply like to be let out of the contract. Even though I have not once armed their system I am okay with paying what I have paid to them but since their sales people lied to me and deceived me I want out of the contract.

Business

Response:

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian greatly values any opportunity to address a question or concern.

We have conducted a thorough review of the above matter and have determined that Ms. [redacted]’s account came to Guardian by way of an Authorized Dealer known as [redacted]”). As such, all aspects of Ms. [redacted]’s sales transaction took place directly between [redacted] and Ms. [redacted].

[redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business. All authorized dealers, including [redacted], agree in writing to be compliant with all Federal, state and local laws, and all other regulations applicable to their business activities.

Ms. [redacted] has requested the cancellation of her account. Respectfully, Ms. [redacted] will need to communicate directly with [redacted] regarding that topic. Guardian is merely the provider of 24-hour monitoring services for Ms. [redacted] on behalf of [redacted]. Guardian is unable to cancel her Agreement due to the fact that her sales transaction took place directly with [redacted].

In an effort to assist in facilitating swift resolution of this matter, Guardian provided a copy of Ms. [redacted]’s complaint to [redacted] and requested they contact her to address her concerns. Guardian is confident that [redacted] will address this topic with Ms. [redacted] in a timely and professional manner.

Should you or Ms. [redacted] wish to contact [redacted] directly, they may be reached at:

Attention: [redacted], Customer Service Director

[redacted] Business Telephone Number: ###-###-####

I am hopeful this response has assisted in clarifying this matter for all parties. Thank you for allowing Guardian the opportunity to address Ms. [redacted]’s concerns. Should you have any questions, please contact me directly at ###-###-####.

Sincerely,

[redacted], Manager

Dealer Division

Review: Our home suffered a lightening surge on Monday June 30 and we contacted Guardian Security on July 1 to inform that our alarm system was affected and we need them to come out an assess the damage. Guardian Security sent out a service technician to our house of July 3 and assessed what would be needed to repair and replace damaged items. The service technician informed us that the 1st available appointment for them to come out and replace the equipment would be on July 22 (3 weeks later). On July 22 the service technician came to the house and was unable to complete the repairs and replacement. Claimed he needed additional material and he would need more time. And because he had other appointments for the day he will have to come back out on another day and his first available appointment would be Aug 5 (5 weeks since the original assessment date by technician. We found this completely unacceptable.I contacted Guardian to express the urgency of having our alarm installed and activated asap bcause we are going on vacation and we have already been 3 weeks without service. And an additional 2+ weeks is unacceptable. Guardian Security told me that the reason they can't get it done any sooner is because they only have ONE (1) service technician that works in my area. I repeatedly told them that this was unacceptable and they are in breach of contract if they can't provide me with security because they are understaffed as a company. The representative [redacted] ID Stamp [redacted] who is Loyalty Leader in their Customer Loyalty Department was extremely rude and was not taking our security and safety in consideration but rather defaulting any blame for this on me. I did speak on 2 occasions with [redacted] in Customer Loyalty on July 26 and he tried to get an emergency technician to my house but was unable to do so.Bottom line, Guardian is and has not been able to provide us with Security converge. They admit that they only have 1 Service Technician that works our area and that is unacceptable since it cannot properly provide us with coverage. We have been without fire and security coverage now for over 3 weeks and will be without coverage for the foreseeable future. They are now putting their company in a liability position should an incident occur, they are putting our livelihood in jeopardy and they are not fulfilling their end of the agreement with coverage.Desired Settlement: I would like a refund for the time period that Guardian Protection was unable to properly provide security protection and I would like to have our current contract terminated since there is a breach of their services per their contract.

Business

Response:

Thank you for informing Guardian Protection Services, Inc. (“Guardian”) of Mr.[redacted] complaint. Guardian values Mr. [redacted] as a customer and appreciates the opportunity to address his concerns.

Mr. [redacted] letter expresses dissatisfaction related to the service of the security system in his home. Guardian extends its apology to Mr. [redacted] for any confusion and/or inconvenience. Guardian is committed to delivering the highest standards of customer service and sincerely wishes to earn Mr. [redacted] faith and confidence in the services we provide. To that end, upon receipt of your letter Guardian immediately contacted Mr. [redacted] to address his concerns directly. As a result, the parties were able to reach a mutually agreeable resolution to Mr. [redacted] concerns to which he has expressed his complete satisfaction.

Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####.

Sincerely,

[redacted], Manager

Customer Service Department

Review: Had their security service since 8-2009 at a vacation house @ [redacted]. In 3-2013 I wanted to go wireless. That's when nightmare began. I signed a new contract, however they didn't sell me correct equipment nor provide wireless carrier that supported Holland, MI. Their customer service records do not match the records as [redacted] from [redacted]. It took 5 months for Guardian just to figure out that [redacted] does not get reception in the Holland area. [redacted] had intervined several times on my behalf. In 12-2013 [redacted] was finally given the correct unit however not without flaws. Guardian sent me an e-mail stating that my water pipes might have broken. I drove from Chicago to Holland MI and the pipes were fine. On 4-12-14 I received a call say someone had broken into the house. This was the second time this happened and it is documented in the Holland Police Station. On April 21st and 28th I was there and the system wasn't working properly-it didn't cover front door. I even got an e-mail from Guardian saying that the power went out. A few minutes later a got another e-mail saying the power went back on. I was there and the power didn't go off and even if it did what impact should that have on a wireless unit - it has battery backup. They offered a tech to come out. I am done with techs coming out. I don't want anymore techs. I am done with them trying to fix something that has flaws. When I left for Chicago I did not arm the system bc I didn't want anymore false alarms. On 6-19-14 I sent a certified letter to [redacted] asking for help also asked him to contact [redacted] to verify my complaints. As of today I have not heard anything from Guardian and neither has [redacted] from [redacted]. They want $1,700 to cancel my contract and I refuse to pay them, however I am still making my $44 payment. There is more involved in this story but due to the limited space I cannot explain everything. Bottom line they didn't prove service and I want out of contract.Desired Settlement: Due to all the problems I have had I want to cancel my contract without a $1700 fee. They have caused so much inconvenience and stress I do not feel like I owe them anything. They sold me a system that would not bypass a landline. Said system did not get signal from [redacted]. Has been over a year problem not solved and I do not want any techs coming out. Hank has been out numerous times and still can't fix. I want to cancel contract without having to pay a fee. They did not keep their provide service

Business

Response:

Thank you for forwarding Ms. [redacted]’s complaint to Guardian Protection Services, Inc. (“Guardian”). Guardian values the opportunity to address Ms. [redacted]’s concerns.

Ms. [redacted] expressed concern related to ongoing issues with the security system in her vacation home. While Guardian maintains the legal right to pursue fulfillment of the initial term of Ms. [redacted]’s Agreement, in this instance and in good faith Guardian has agreed to cancel Ms. [redacted]’s account pursuant to her request. Said cancellation became effective August 12, 2014. Guardian has spoken with Ms. [redacted] who has expressed her complete satisfaction with this resolution. Guardian sincerely apologizes to Ms. [redacted] for the issues she experienced.

Thank you for allowing Guardian the opportunity to address this matter. Should you have any questions, please feel free to contact me directly at ###-###-####.

Sincerely,

[redacted], Manager

Customer Service Department

Review: WE ORIGINALLY SET UP OUR SERVICE TO PROTECT THE DOGS IN OUR KENNEL, THEY CLAIMED THERE EQUIPMENT WOULD REMOTELY CONNECT TO THE BASE UNIT FROM 100 FT. AWAY. THIS HOWEVER PROVED TO BE UNTRUE AND WHEN THEY CAME OUT TO CHECK THE SERVICE AT A FEE OF $90.00, SO WHEN THEY FOUND THEIR FIRE DETECTOR WOULD NOT REACH THE BASE UNIT, SO THEY SWITCHED IT OUT WITH A MOTION DETECTOR INSIDE THE HOUSE, WHICH WAS COMPLETELY UNACCEPTABLE. THEY SAID THAT WAS THE BEST THEY COULD DO. THIS VOIDED THE REASON FOR THE SERVICE BECAUSE IT NEVER PROVIDED PROTECTION FOR OUR DOGS. OTHER KENNELS IN OUR AREA HAD BEEN TORCHED PRIOR TO AND AFTER SETTING UP OUR SERVICE. WE REQUESTED CANCELLATION OF OUR SERVICE BECAUSE IT DIDN'T SUIT OUR NEEDS. WE ATTEMPTED TO CANCEL MULTIPLE TIMES OVER THE LAST 3 AND A HALF YEARS.THE DOGS WERE FULLY ABLE TO PROTECT THE PROPERTY, BUT THE SYSTEM WAS UNABLE TO PROTECT THE DOGS. WE NO LONGER HAVE OUR DOGS AND HAVE MOVED TO A RETIREMENT COMMUNITY AND NOW ARE LIVING STRICTLY ON SOCIAL SECURITY AND CANNOT AFFORD OR NEED THIS SERVICE, BUT THEY STILL REFUSE TO CANCEL THE SERVICE, EVEN THOUGH WE NO LONGER LIVE AT THE SERVICE ADDRESS. PLEASE LET US KNOW IF OTHERS ARE HAVING THE SAME PROBLEM.Desired Settlement: SINCE WE HAVE REQUESTED THEM TO CANCEL THE SERVICE REPEATEDLY WE WOULD LIKE THEM TO CANEL OUR SERVICE AND STOP THE HARASSING CALLS AND BILLING AND CANCEL OUR SERVICE AS OF OUR LAST REQUEST SINCE JULY WHEN WE MOVED. WE ARE BACKING THIS UP WITH A WRITTEN REQUEST THAT THEY CANCEL THE SERVICE AND STOP THE HARASSING CALLS AT A RATE OF 6 A WEEK.

Business

Response:

Guardian Protection Services, Inc. (“Guardian”) is in receipt of Mr. [redacted]’s complaint. Guardian values the opportunity to provide response and facilitate resolution of his concerns.

Guardian has conducted a thorough review of the above account and offers the following information. For background, Mr. [redacted]’s account came to Guardian by way of an authorized dealer known as [redacted]. As such, all aspects of Mr. [redacted]’s sales transaction and system installation took place directly with [redacted]. Please note that [redacted] is a separate and distinct company from Guardian, for which Guardian provides 24-hour monitoring and related services for customers who systems were sold and installed by [redacted]. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.

Mr. [redacted] entered into an Authorized Dealer Sales and Monitoring Agreement (“Agreement”) with Guardian on February 14, 2011 for an initial term of five (5) years.

On October 8, 2014 with sixteen (16) months remaining in the initial term of his Agreement, Mr. [redacted] informed Guardian that had moved from the monitored premises. Guardian’s representative informed Mr. [redacted] that the initial term of his Agreement had not yet been satisfied and in order to terminate the account prior to the end of its initial term, payment of an early termination fee was required. In an effort to assist Mr. [redacted] in fulfilling his obligations under the Agreement, Guardian offered to transfer his services to his new residence under a new Agreement. Mr. [redacted] declined all offers and Guardian received the subject complaint shortly thereafter.

Upon receipt of your letter, Guardian contacted Mr. [redacted] to discuss his concerns directly. While Guardian maintains the legal right to pursue fulfillment of the terms of Mr. [redacted]’s Agreement, in good faith Guardian has agreed to cancel Mr. [redacted]’s account and release him from further obligation. Mr. [redacted]’s account was cancelled effective October 17, 2014 and he will receive no further billing statements from Guardian. Mr. [redacted] has expressed his complete satisfaction with this resolution.

Thank you for informing Guardian of this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].

Sincerely,

[redacted], Director

Account Management Department

Review: I sold my home recently at [redacted]. I had 3 months left on my contract. As per guidelines and the contract I signed, I was obligated to either pay the remainder of a 3 year contract, find someone else that they could contract with, or have someone take over the remainder of my contract. Being a responsible person, I had someone take over my contract. Apparently, the person that signed up had second thoughts about Guardian Protection Services and the 60 month contract that he was burdened with. As a result, Guardian Protection Services called me to pay the remainder of my contract. This is not the deal specified in my contract. I got someone to take over the services, at that point I was done. In fact, I called twice to confirm, and even have a copy of this new contract, which I will attach. I fulfilled my obligations, whether or not the person that took over my contract payed or not is not of my concern, I am not a collections agency.Desired Settlement: I paid the last 3 months of this transferred contract, a total of 146.85. I am requesting a refund.

Business

Response:

July 13, 2015

RE: [redacted], Case #[redacted]

Dear Ms. [redacted]:

Guardian Protection Services, Inc. (“Guardian”) in in receipt of the above-referenced complaint. Guardian values the opportunity to address Mr. [redacted] concerns and clarify this matter for all parties.

Mr. [redacted] letters cites dissatisfaction that an early termination fee was required to cancel his account prior to the end of the initial term after he relocated from the monitored premises. Guardian has researched its records and offers the following in response.

For background, Mr. [redacted] executed a Residential Sales and Monitoring Agreement (“Agreement”) with Guardian on October 3, 2012. The initial term of the Agreement was designated as a period of thirty-six (36) months.

On June 1, 2015 with four (4) months left in the initial term of his Agreement, Mr. [redacted] informed Guardian that he was moving from the monitored premises. Guardian’s representative explained that an early termination fee was required to cancel at the present time. In a genuine effort to assist Mr. [redacted] in fulfilling his obligation under the Agreement, Guardian’s representative explained that the new homeowner could activate services under a new Agreement which would relieve Mr. [redacted] from the remaining term. Mr. [redacted] stated he wished to contact the new homeowner and inquire if they might be interested in services.

Guardian spoke directly with the new homeowner, [redacted], on June 3, 2015. Mr. [redacted] expressed interest in activating monitoring services and Guardian forwarded an Agreement to him for signature. Shortly thereafter on June 22, 2014, Mr. [redacted] informed Guardian that he was no longer purchasing the home. Guardian relayed this information to Mr. [redacted] on July 1, 2015 at which time Mr. [redacted] remitted an early termination fee in the amount of $146.85 to cancel the account. Guardian received the subject complaint shortly thereafter.

Mr. [redacted] letter states he “got someone to take over the services” and disputes payment of the early termination fee after the purchase of his home fell through, further stating, “This is not the deal specified in my contract.” With all due respect, Mr. [redacted] statements are inaccurate. The terms of Mr. [redacted] Agreement do not obligate Guardian to release Mr. [redacted] from the remainder of his contract because Mr. [redacted] initially expressed interest in activating monitoring services. To the contrary, Section 5 of Mr. [redacted] Agreement clearly states, “The Customer’s obligations under this Agreement continue even if the Customer sells or leaves the Premises.”

Guardian’s relocation policy is offered as a courtesy to assist customers in fulfilling their obligation under the Agreement. Guardian does offer to cancel a customer’s remaining obligation if the new homeowner/tenant elects to activate monitoring services under a new Agreement. Had Mr. [redacted] purchased the home and executed a Monitoring Agreement in his name, Mr. [redacted] would have been released from the remainder of the initial term. Unfortunately, Mr. [redacted] did not purchase the home and Mr. [redacted] remained obligated to fulfill his Agreement. Mr. [redacted] did remit the early termination fee as designated in the terms of his Agreement and Guardian cancelled his account effective July 8, 2015.

Based on the above information, Guardian respectfully finds Mr. [redacted] request for a refund to be unwarranted.

I am hopeful the above information has assisted to clarify this matter for all parties. Thank you for the opportunity to respond to Mr. [redacted] complaint. Should you have any questions, please contact me directly at (800) 533-4827, ext. 13614.

Sincerely,

Kathleen Vinay, Director

Account Management Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The response is creative, but misses the point. The point is that my contract states that if I get someone to sign a contract I am released. The contract was clearly signed and executed, which was attached to previous email. I cannot help it if the signer of this new contract decided not to fulfill this new contract. Again, contract signed was attached to previous email. It's plain and simple.

Regards,

Business

Response:

July 24, 2015

RE: [redacted], Case #[redacted]

Dear Ms. [redacted]:

Thank you for forwarding Mr. [redacted] additional comments to Guardian Protection Services, Inc. (“Guardian”).

Mr. [redacted] asserts, “my contract states that if I get someone to sign a contract I am released.” Respectfully, Mr. [redacted] understanding of the terms of his contract is inaccurate. There is no language in Mr. [redacted] Agreement which contractually obligates Guardian to release him from his remaining term if a new homeowner/tenant elects to activate services under a new agreement. Guardian does verbally offer this option to customers as part of its relocation policy simply as a courtesy to assist customers in fulfilling their contractual obligation upon relocation. In order to qualify for this option, a new homeowner/tenant must activate services under a new agreement. In this instance, new services were not activated as the sale of Mr. [redacted] was not completed.

Guardian spoke with Mr. [redacted] on July 1, 2015 and relayed that Guardian had been informed the home purchase was not completed. Mr. [redacted] acknowledged this fact to be true and requested the amount due to simply cancel the account. Guardian’s representative explained the early termination fee to be $146.85 and Mr. [redacted] willingly remitted payment at that time.

Based on the above information, Guardian’s position on this matter has not changed. Mr. [redacted] remained contractually obligated to fulfill the initial term of his Agreement upon his relocation from the monitored premises. In good faith, Guardian presented several options to assist him in completing his contractual obligation, including relocation of monitoring services to his new residence, transferring services to the new homeowner upon activation under a new agreement, or remitting an early termination fee. Mr. [redacted] willingly remitted payment of the early termination fee in order to cancel his account. As such, Guardian respectfully declines to provide Mr. [redacted] a refund.

Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].

Sincerely,

Kathleen [redacted], Director

Account Management Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Again, new owner entered into a contract.

Regards,

Review: Unbeknownst to me, the initial tech screwed the door alarm sensors into my doors, in doing so he voided the warranties. Later, when I became aware of the situation, I called the business and spoke with a representative. I explained that they should have used the sticky tabs that every sensor came with. In addition, he also put a phillips head dent in my front door when he screwed it in, by putting too much pressure on his screw gun, and missing the head of the screw. The representative came up with all kinds of excuses. However, none of their excuses exclude them for voiding the warranties on the doors. Countless times I have called them, and told them to call my cell phone, which they NEVER do. They try to call the house for appointments, hoping no one answers. The tech called our home and was late due to the fact he had to drive from 4 hrs away. However, my wife is often home, and he had to come. They continue to avoid this situation, and claim that it is too late to fix the problem. The technician who came out took pictures of all the doors that were drilled into. Then, the representative denied that they did any damage to the doors by screwing sensors in. Who else would have screwed the sensors in the doors? Who else would have a screw gun up that high in that very location? I asked to be relieved of my contract, and they said no. They offered to give me two months free credit.....that doesn't even come close to the replacement value of my doors. I am not unhappy with the actual monitoring, I just want my doors fixed. However, with the way this is going, and the lack of attention from their customer service, and technical partners, I don't feel I should pay them unless or until they fix my doors. The first customer service representative that I talked to over a month ago said, "Yes, they should be using the sticky tabs." Now, after a month, they say no...The tech who came out said that they do it on metal doors, and not wood ones......I said, "They did it on my sliding back door it is wood." He said it's up to the tech....I said, "So you guys just randomly go around messing peoples doors up?!" Of course he didn't have much to say about that. This is the same thing, with everyone I talk to on their end. Full of excuses....well, they damaged my home, and are not willing to fix it. I told them they could wipe the doors with alcohol in the placement of the sensor area, and heat the doors lightly with a heat gun, to remove moisture, and dirt, and the sticky tabs would stick. The only way those sticky tabs do not work, is if dirt or moisture is under them prior to placement. The science of today is far reaching. My parents have their service, which they stuck the sticky tabs on the metal doors, and they have been there for many years. IF you have made significant alterations to the product, affecting its performance, in anyway, that will void the warranty on doors. Holes in doors, not drilled by the manufacturer is one of these reasons.Desired Settlement: replace the damaged doors, totaling 3 exterior doors.

Business

Response:

September 22, 2015

RE: [redacted] – Complaint ID #[redacted]

Dear Ms. [redacted]

Thank you for advising Guardian Protection Services, Inc. (“Guardian”) of the above-referenced matter. Guardian values the opportunity to provide response in hopes of assisting Mr. [redacted]

While Mr. [redacted]’ complaint was directed to Guardian, it is important to understand that Guardian is contracted by a separate and distinct firm by the name of [redacted], to provide 24-hour monitoring services, telephone customer support services and billing services for their customers. Mr. [redacted]’ account is among those for which Guardian provides these services. Mr. [redacted]’ sales transaction, system installation and system activation process took place directly between [redacted] and Mr. [redacted]; Guardian was not present and was not involved in any portion of the sales or system installation process. Further, Mr. [redacted]’ contractual arrangement is with [redacted], not Guardian. Guardian is simply an agent for [redacted] to provide services for [redacted] customers as described above.

Additionally, please note that [redacted] is a separate and distinct company from Guardian. Guardian does not control any day-to-day business activities or any internal policies or procedures of [redacted], including security evaluations, sales processes, installation practices or any other aspects of [redacted]’s business.

Mr. [redacted]’ letter asserts that installation of his security system caused damage to three (3) exterior doors. Mr. [redacted] has requested the replacement of these exterior doors as a result. Guardian has conducted a thorough review of Mr. [redacted]’ account and offers the following information.

Our records indicate Mr. [redacted] initially engaged [redacted]’s services on March 13, 2014. To commemorate his transaction, Mr. [redacted] executed an Agreement for Monitoring and Installation of Security System (“Agreement”) with [redacted]. The Agreement bears Mr. [redacted]’ signature. Mr. [redacted]’ system was installed and activated by [redacted] on March 13, 2014.

On August 3, 2015, more than one year after installation, Mr. [redacted] contacted Guardian and asserted that damage had been caused to his exterior doors during installation due to the technician’s use of metal screws to attach the door sensors in lieu of using sensors with sticky backing. As a result of using metal screws, Mr. [redacted] asserted that the warranties on the exterior doors had been voided.

On August 6, 2015, a [redacted] technician went to Mr. [redacted]’ home to replace a panel battery. While onsite, the technician inspected the exterior doors for any damage. It was the professional opinion of the technician that the door sensors were properly installed and no damage was found that could be attributed to installation. Prior to departing the residence, the technician took photographs of the exterior doors and submitted those photos to [redacted] for review.

On August 25, 2015, Guardian spoke with Mr. [redacted] and informed him that [redacted] had reviewed the photographs and had agreed with the technician’s assessment that no damage could be found related to installation of his system. Notwithstanding, in a good faith effort to satisfy Mr. [redacted], Guardian’s representative offered to apply a credit to his account equal to two (2) months of monitoring service. Mr. [redacted] declined and requested the cancellation of his account. Mr. [redacted] further reiterated his assertions that damage was caused by installation and requested that Guardian replace the exterior doors. Guardian’s representative politely explained that Guardian and/or [redacted] is not prepared to replace the exterior doors and further explained that Mr. [redacted] was ineligible to cancel his account as he remained within the initial five (5) year term of his Agreement with [redacted]. Guardian received the subject complaint shortly thereafter.

Given that the nature of Mr. [redacted]’ concerns relate to the system installation which took place directly with [redacted], Guardian notified [redacted] without delay and provided them with a copy of the complaint. Additionally, Guardian immediately contacted Mr. [redacted] to discuss his complaint directly. Guardian’s representative reiterated that Guardian and/or [redacted] is not prepared to replace the exterior doors as Mr. [redacted] has requested, however [redacted] is willing to provide Mr. [redacted] with an alternative form of compensation to satisfy his concerns, such as account credits or free equipment. Mr. [redacted] indicated he wished to consider the offer and would contact Guardian with a decision. Guardian has since reached out to Mr. [redacted] several times to follow up regarding his decision, however Mr. [redacted] has not contacted Guardian to date.

Respectfully, Guardian believes the above offer which was authorized by [redacted] to be fair and reasonable and is hopeful that Mr. [redacted] will concur. Guardian will continue to work closely with Mr. [redacted] and [redacted] to resolve this matter in a manner that is fair and reasonable to all parties.

Thank you for allowing Guardian the opportunity to clarify its role in this matter. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].

Sincerely,

Andy A[redacted], Manager

Customer Service Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

First, both names appear on my contract, either one can take payment from my account. They are partnered with [redacted], Inc... one is at the top of the header, and one is at the bottom.Second, they are omitting the evidence prior to Aug 3, that I contacted them and talked to one of their customer service representatives, and she said they should be using the sticky tabs on the sensors to attach to exterior doors. I called more than credited in Mr. Andy A[redacted] statement, they never called me concerning the issue...NOT ONE TIME. I do not appreciate being lied about. NOT only did the initial technician void the doors, he also put a dent in the front entry door...which also wasn't addressed in the statement from Mr.A[redacted]. After the technician came, I had to call Guardian a few times, after weeks of nothing from them, as stated by Mr. A[redacted] they contacted me. All of this should be of no surprise, as they record everything. I am genuinely upset with the way that this has been handled to date. It is just a run around and wish the contract to be void, I don't want them in my house, or near my property. As we all know, a technician isn't going to say something negative about his company....of course he is going to try to persuade individuals their way...it would be career ending otherwise. It is true, I have not been able to contact Allen, one of their customer service reps...I do work many hrs. in my field, I have left a message for him to contact me. He said he doesn't work on Mondays, which is one of my days avaible to contact him.The contract should be voided, as I do not trust, or wish to do business with this company. I am tired of this, and I didn't plan on accepting the free gizmos from them. My house and doors are worth way more than that........and so is my integrity. I do not appreciate the silliness of all this. They know what has happened...and not once has [redacted], Inc tried to contact me regarding this issue. It's just a big circle.Regards,[redacted]

Business

Response:

October 13, 2015

RE: [redacted] – Complaint ID #[redacted]

Dear Ms. [redacted]

Thank you for forwarding Mr. [redacted] additional comments to Guardian Protection Services, Inc. (“Guardian”).

Mr. [redacted] letter expresses discontent with Guardian’s explanation that his contractual obligation is with [redacted] and not Guardian. In an effort to clarify this matter for Mr. [redacted], please note that his Agreement states, “This agreement is entered into this 13th day of March, 2014 between [redacted]. hereinafter referred to as “Company” and [redacted].” Guardian is contracted by [redacted], to provide 24-hour monitoring services, telephone support services and billing services for Mr. [redacted]. A copy of Mr. [redacted] Agreement with [redacted] is attached for your reference.

Mr. [redacted] letter also asserts that he informed Guardian of his concerns with the exterior door contacts prior to August 3, 2015. Please note that due to the nature of Guardian’s business, all telephone calls and customer interactions are recorded. Guardian reviewed Mr. [redacted] account and found no telephone interactions with Mr. [redacted] prior to August 3, 2015 related to the exterior doors. If Mr. [redacted] contacted [redacted] directly regarding this matter, Guardian would have no record of those telephone interactions. Additionally, if Mr. [redacted] left voicemail messages for [redacted] related to this matter, Guardian would have no record of those interactions as well. Our records indicate that Guardian has been professional and responsive at all times in its efforts to assist Mr. [redacted].

Guardian apologizes that its efforts to satisfy Mr. [redacted] have not met his expectations. Guardian has relayed Mr. [redacted] concerns to [redacted]. [redacted] is not prepared to replace the exterior doors, nor is [redacted] willing to simply cancel Mr. [redacted] account as he has requested. [redacted] does remain willing to provide Mr. [redacted] with account credits or additional security equipment in an effort to earn his satisfaction. Alternatively, should Mr. [redacted] wish to cancel his account with [redacted], he may do so upon remittance of the early termination fee as set forth in Section 3 of his Agreement. That amount is designated to be of $1,574.65. (35 months X $44.99 = $1,574.65.)

Thank you for the opportunity to clarify this matter for all parties. Should you have any questions, please contact me directly at ###-###-####, ext. [redacted].

Sincerely,

Andy A[redacted], Manager

Customer Service Department

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This is incredibly frustrating. I will seek damages through alternative measures, implicating both parties, since both are on my contract. Also, it is a bold face lie about the contact prior to Aug 3,..... I have a year and a half AFTER I noticed the damages. There are many alternative methods I will utilize to my full advantage. Andy A[redacted] has lied about this situation, and or the administration below him has enabled this outcome. [redacted], Inc. has cowardly sat by and never called, or contacted me, but left Guardian Protection purposely dangling in the wind, so says Andy A[redacted]. This is just not adding up.